Configure assistant identity and visitor controls

The top of the chat widget gives visitors their first clue about who they are speaking with and what kind of help is available. A clear name, short subtitle, and familiar image can make the experience easier to understand before the first message is sent.

The same page also controls privacy information and useful visitor actions. This guide will help you configure those details as one consistent experience rather than a collection of unrelated fields.

In this article, you'll learn:

• How to set the assistant's visitor-facing identity
• How to add privacy and trust information
• How to choose the controls visitors can use
• How to save and test the complete result

Set the assistant identity#

Open the Appearance page and begin with the information shown in the chat header and assistant messages.

1. Open Settings > Chat widget > Appearance.
2. Under Agent identity, enter the Agent name and Subtitle.
3. Add an Agent photo URL if your experience uses an approved hosted image.
4. Enter a monitored Support email.
5. Review the preview.

Use a name visitors will recognize and a subtitle that accurately describes the assistant's role. Avoid implying that the visitor is speaking with a person when the experience is automated.

If you add an image, use a stable public URL for an approved brand or assistant image. The Live preview updates as you work, so you can see whether the name, subtitle, and photo still fit comfortably in the header.

Configure trust information#

Trust information gives visitors a clear destination when they want to understand how the chat experience handles their information. Under Trust and controls:

1. Write concise Privacy text explaining the relevant data-handling context.
2. Add the public Privacy URL where visitors can read the complete policy.
3. Confirm the support email and privacy page are current and publicly accessible.

Keep the short widget text easy to read and use the URL for the complete policy. Privacy text in the widget is not a substitute for your organization's reviewed privacy notice or consent language.

Choose visitor controls#

The remaining toggles change which actions a visitor can use directly from chat. Decide whether to show:

• Email button for the configured support address;
• Restart button so a visitor can start the chat again;
• Voice input so a visitor can dictate a message.

Enable only controls your team has tested and can support. For example, the Email button should use a monitored support address, and voice input should be tested without making ordinary text input harder to find.

Save and verify#

The preview helps you compare the draft, but the installed website is where the identity, links, and controls need to work for a real visitor.

1. Select Save changes.
2. Confirm the page shows the saved state.
3. Reload and check the values again.
4. Test the installed widget at desktop and mobile widths.
5. Open the privacy link and email action from the visitor experience.

Once the identity and controls are working, you can return to the visual design at any time. See Customize the widget appearance for colors, message bubbles, and corner shape.